Manufacturer Warranties and Protection Plans

[koch454]

So i bought a 42" Westinghouse HDTV and the 4 year service plan and I have a few dead pixels and the main board needs to be replaced . So i called the geek squad and they sent two rounds of people out. The first were two non geek squad people that pretty much had no idea what was going on.(Waste of my time) So then about a month later a geek squad rep came out and seemed to be pretty helpful and was gonna order the parts. The parts took to long to order so they set me up to get a REPLACEMENT tv. So I went to the best buy store nearest to me and they said they could not replace it and they could only use up my warranty and give me back my money for the tv  and not the warranty. I told them I was supposed to get a REPLACEMENT not a refund that was the point of the service plan. So I talked to the geek squad people again and they were supposed to get something in the works to get a replacement but they never got back to me. It has now been 8 months or so  since I filed the warranty claim and I still have a broken tv. I dont think im asking for to much when I spoke to the store orginally they said the replacement would be an insignia because they no longer carried the westinghouse 42" tv's. I didn't really care I just wanted a replacement tv. Like many other people I have seen on this forum there doesnt seem to be any consistancy in what the telephone reps and store reps tell you. You are told one thing and get the exact opposite. They always start the conversation with sorry for your inconvience but always end with sorry theres nothing we can do. I would appericate anyone's input who has had a similar problem resolved. I still have about 2 1/2 years left on my service contract so hopefully something will be done by then.

Hopefully 1 of two things can happen

1. I get the screen and main board replaced on the tv I currently own.

 or

2. I get a replacement model that is comparable. This TV has almost the exact same specs as my current westinghouse. 

 http://www.bestbuy.com/site/olspage.jsp?skuId=9155479&type=product&id=1218038552349

Thanks for any feedback or help

Matt 

[Elizabeth-BBY Community Supervisor]

Hi koch454,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days.

Thanks for posting!

[Allan-BBY Community Connector]

Hi koch454,

I was sorry to hear that after what sounds like a very long repair experience we were still not able to provide you with a solution that made you happy, and you should have received consistent information regarding the repair and replacement of your TV from every representative of Best Buy®.

I looked into your repair and your TV was approved for replacement under the terms and conditions of your Performance Service Plan (PSP) because we were unable to get the parts needed to repair your TV rendering the TV un-repairable. The store you went to process the replacement at should have offered you the same model TV if they still carried it (not to exceed the original purchase price), a comparable TV as determined by the store (not to exceed the original purchase price), or store credit in the amount of what a comparable TV would cost today (not to exceed the original purchase price).

The store was correct that your PSP would no longer be valid once the replacement was processed (due to the terms and conditions of your PSP), and you would need to purchase a new service plan on your replacement TV if you wanted coverage beyond the manufacturer’s warranty.

I would like to see if I can get you a resolution in this matter so I am sending you a private message. To check your messages you should log into the forum and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate